Customer Service /
Returns & Exchanges
Below you will find information about returns and exchanges.
Due to an increased demand on our shipping agents' services, in combination of covid-19 restrictions and Brexit, we are currently experiencing unexpected delays in both deliveries and returns for European countries and United Kingdom.
We are doing our best to handle your return as quickly as possible, but please note that these delays may affect the handling time of your return.
Thank you for your understanding!
UK-customers, Please note! It’s strictly forbidden to send any returns or warranty claims to us without using a prepaid shipping label provided by us. If you are missing your return shipping label, please contact our customer service at firstname.lastname@example.org and we will help you.
As a consumer, you have the right to withdraw your purchase within 30 days of receiving the package. We only accept returns shipped from individual consumers in countries we sell and deliver to through our e-commerce (all countries within EU, United Kingdom and Norway, except Åland and Svalbard).
For order placed during the period 1/11 - 24/12-21, we offer an extended right of return until 31/1-22.
Returned items must be in new, unused condition, with the original tags attached. The return fee is 5£.
We do not offer exchanges. If you need a different size, color or style please return your order as described below and place a new order for the correct item.
Please note that we are currently unable to provide an online-return or exchange service in our physical concept stores.
Return form, delivery note, and a prepaid return shipping label can be found in your order packaging. If you want to return products from different orders in one package, it is important that you send us a completed return form for each order, otherwise we will not be able to handle your return.
1. Fill in the return form. Customer number, Order number and product information is found on the included delivery note.
2. Put the return form and the items you wish to return in a suitable package, preferably the same package that the order came in.
3. Attach the pre-paid shipping label onto the package. If you’re using the original package, make sure to cover the old shipping label.
4. Leave the package at any of the logistic company’s Service/Access point. Save the certificate of posting.
If you’re missing a return form you can download a new one here:
If you’re missing the pre-paid return shipping label, please note your order number and contact our Customer Service at email@example.com and we will help you.
Please note that you may be personally charged for this service by the logistics company.
Approved returns will be processed and refunded as quickly as possible against the payment method used when initially placing the order. The refund is handled by Klarna and may take up to 10 business days to appear on your statement.
The return fee is 5£, which will be deducted from the refund amount.
If you paid the order by Klarna invoice you only pay for what you keep. If you return part, or all of your order, Klarna will issue you with a new statement as soon as we have processed your return. Check your e-mail and/or the Klarna app for updates on the order invoice.
If you have any questions regarding your invoice or refund, please contact Klarna directly.
You may be required to compensate for wear on the goods in case you have handled the goods to a greater extent than what was necessary. In such cases, the refund amount could be reduced corresponding to the decrease in value.
We do not offer exchanges. If you need a different size, color, or style, please return your original order as described above and place a new order for the correct item.
We are currently unable to offer any exchanges in our physical Concept Stores.
Please note that the item/s must be returned within 30 days of receiving the package.